Grievances

Licensed or Approved Providers that directly provide services shall establish written policy and procedures for the resolution of patients' or residents' disagreement(s) or dispute(s) arising in relation to treatment or program requirements. The policy and procedures shall specify: Patients' and residents' right to grieve actions and/or decisions of the Licensed or Approved Provider regarding the patient or resident's treatment; (2) Steps to be taken to resolve the matter; and (3) Provisions for a hearing on the matter presided over by an impartial grievance officer who may be any staff or other person(s) not directly involved in the facts of the incident giving rise to the action grieved or in the decision to commence the action; provided that the persons involved in either the facts of the incident or in the decision to commence the proceedings shall not have authority over the hearing officer(s). Grievance officers shall be selected based upon their expertise in issues being grieved (e.g., medical officer/medical grievance, administrative officer/administrative grievance). All hearings may be conducted by telephone or using an audio-visual, real-time, two-way interactive communication system.